Job Description

Sprinklr CCaaS Implementation Consultant - Full Remote Portugal

ABOUT THE OPPORTUNITY

Join the Portugal team of Switzerland's largest private telecommunications operator as the go-to platform owner for their CCaaS ecosystem. This is not a standard configuration role — you'll take end-to-end ownership of the Sprinklr platform across multiple brands, shape the evolution of chatbot, voicebot, and Agent Copilot capabilities, and act as the critical link between IT, business units, and external partners. If you're a hands-on CCaaS specialist who combines technical depth with strategic thinking, this is a high-visibility opportunity to shape how customers experience a major Telco brand.

Language: English B2 minimum (German or Swiss national languages a strong advantage) | Level: Mid–Senior (2–5 years) | Location: Portugal-based, fully remote

PROJECT & CONTEXT

You'll be the operational and strategic owner of the Sprinklr platform, covering all modules — Service/CCaaS, Social, Marketing, Insights/Voice of Customer, and AI+ Studio — across Sunrise's main brand and flanker brands. The scope spans platform configuration and maintenance, roadmap evolution, stakeholder management, UAT ownership, training, and performance reporting. You'll be working in a cross-functional environment with business units, IT, test teams, and external Sprinklr partners, delivering complex, multi-brand initiatives in a fast-moving Telco context.

WHAT WE'RE LOOKING FOR

• 2–5 years of experience managing, configuring, and evolving CCaaS or contact centre platforms in a professional context
• Hands-on experience with Sprinklr or a comparable CCaaS solution such as Genesys, NICE CXone, or similar — this is a hard requirement
• Practical experience configuring CCaaS modules including routing, automation rules, bots, queues, workspaces, and permissions
• Solid experience running IT projects, including test management (UAT) and requirements management
• Experience working with external platform vendors and managing complex, cross-functional projects
• Ability to take end-to-end platform ownership — from configuration and stability through to roadmap prioritisation and strategic development
• Experience shaping or evolving chatbot, voicebot, or AI-driven contact centre capabilities
• Strong stakeholder management skills — comfortable engaging with business units, IT teams, and stakeholders up to executive level
• Strong analytical and solution-oriented mindset, with the ability to translate platform data into concrete improvement actions
• Independent, structured working style with resilience in complex, time-critical situations
• Degree in Business, Computer Science, or a related field — or equivalent professional experience
• Fluent English — required for daily collaboration across an international environment
• Based in Portugal, available to work fully remotely

NICE TO HAVE

• Direct experience with Sprinklr across multiple modules (Service, Social, Marketing, Insights, AI+ Studio)
• Proficiency in German or Swiss national languages — a meaningful advantage given the Swiss operational context
• Background in telecommunications or multi-brand customer service environments
• Experience producing platform performance reports and translating metrics into actionable optimisation plans
• Familiarity with Agent Copilot or AI-assisted contact centre tooling

Compensation: €45.000 to €56.000 gross year plus perks depending on experience and seniority level.